Issues on Samsung Galaxy 7

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We are newer to RC, based in the US. One of my employees is having trouble with her mobile RingCental app on her Samsung Galaxy 7. Despite numerous rounds with support, their last resort is for her to do a factory reset on her phone that she's had for about 6 months.

Her texts are sometimes translated from English into what looks like Chinese. If her cell screen is locked, the call will flash on screen for about a second before disappearing and leaving her unable to answer the call.

We've tried to uninstall, reboot, reinstall, contact support, test her account on a different cell, all to no avail. It seems to be related to her cell phone. We are in a deadline driven industry, and having already spent hours on this issue, aren't looking forward to the extra effort of having to backup her phone, spend too much time with support, and then reinstall everything. We also have little faith that a factory reset will actually resolve this.

You wrote that you tested the user's account on a different phone to no avail. but then stated you think it is related to her phone. So, did the trouble not happen on the other phone? If that is the case, I agree the trouble is phone based so would not hesitate to try a factory reset.

That is correct that it wasn't happening on a different cell phone, but we did not have a different Samsung G7 to test it on. Before going through the hassle of a factory reset, I want to find out if other users are having similar issues.